Refund & Payment Policy

This Refund & Payment Policy applies to payment-related features, fees, and transaction records connected to Home in Sri Lanka — Property Care, including:

• Finalized monthly Property Care plan fees;
• Payable items created in the Property Care Payment Center;
• Recurring monthly billing items generated for active care plans;
• Approved additional service charges where applicable;
• Wallet balance usage where enabled;
• Online checkout flows and third-party payment gateways;
• Refund, cancellation, and billing-dispute requests.

Property Care is built around a review-based service model:

1. The owner creates a Property Care profile.
2. The owner adds property information.
3. The owner selects preferred care services.
4. The platform may display a provisional estimate.
5. Ensolanka staff review the property and service selection.
6. A final care plan and final monthly fee may be approved.
7. The final approved fee becomes payable through the Payment Center.

The estimate calculator is intended to provide a planning figure only. It may consider property size, service selection, frequency, and pricing rules configured in the platform.

A provisional estimate:

• Is not a final quotation;
• Does not create an immediate payment obligation by itself;
• May change after staff review;
• May not reflect on-site realities, unusual access needs, or special operational factors;
• Cannot be treated as a guaranteed service price.

A final monthly Property Care fee becomes relevant after staff review and care-plan finalization.

A final care plan may define:

• Approved plan name or service arrangement;
• Final monthly fee;
• Included recurring services;
• Exclusions;
• Start date;
• Staff notes or operational conditions.

Once finalized, the approved monthly fee may be converted into a due payable item visible in the Property Care Payment Center.

The Payment Center may organize payment obligations into categories such as:

• Due items;
• Upcoming items;
• Paid items;
• Optional items where applicable;
• Cancelled, waived, or expired items where supported.

Each payable item may include a title, description, amount, payment status, due date, effective date, reference code, and notes used for platform tracking.

Where a monthly Property Care plan is active, the system may generate recurring monthly payable items.

The recurring billing flow may work as follows:

1. The current monthly plan fee becomes due.
2. The owner pays the due item through the accepted payment flow.
3. The paid payable item is marked as paid.
4. A new due item may be generated for the next monthly billing cycle.

Depending on the implementation stage and payment configuration, the platform may support:

• Card payment flows through a supported payment gateway;
• PayPal payments where enabled;
• Wallet balance deductions where available;
• Other approved payment methods introduced later.

Any payment method displayed during checkout may be subject to technical availability, gateway rules, issuer approval, and other external processing conditions.

Where the platform enables wallet balance or account credit, the owner may be allowed to apply available balance toward an eligible payable item.

• If wallet balance fully covers the payable amount, the item may be marked paid without external gateway charging.
• If wallet balance covers only part of the amount, the balance may reduce the amount payable through the selected gateway.
• Wallet deductions should be recorded only after the payment flow is confirmed according to the platform logic.

A payment should be treated as complete only when the platform, payment gateway, or approved administrative process confirms successful payment.

A successful payment may result in:

• The payable item being marked as paid;
• A paid timestamp being recorded;
• Relevant checkout/session data being cleared;
• The next recurring monthly payable item being generated where applicable.

A payment may fail, remain incomplete, or be cancelled because of:

• Gateway decline;
• Bank or card issuer rejection;
• Insufficient funds;
• Network interruption;
• User abandoning checkout before completion;
• Incorrect gateway return flow or technical error.

Unless payment success is actually confirmed, the related payable item may remain unpaid or due.

Refund eligibility may be reviewed case by case. A refund may be considered where, for example:

• A duplicate payment is verified;
• A payment was collected for a payable item later cancelled before service commencement;
• A payment was collected in error due to a confirmed platform or administrative issue;
• A service could not be commenced after payment and no equivalent alternative arrangement is accepted;
• A refund is required under applicable law or a binding decision of a competent authority.

A full refund may not be available where:

• The final care plan was accepted and the service period has already begun;
• Scheduled or completed staff work has already been performed;
• Inspection, visit, planning, administrative, or coordination work has already occurred;
• The owner changes their mind after service commencement;
• The owner provided inaccurate property information causing service adjustments;
• The fee relates to work already consumed or operationally committed;
• Third-party gateway, bank, foreign exchange, or intermediary charges are not recoverable;
• The claim relates only to a difference between a provisional estimate and a final approved plan amount.

Where a refund request is partially justified, Ensolanka may consider an appropriate resolution such as:

• Partial refund;
• Wallet credit where enabled;
• Billing adjustment against a future payable item;
• Service credit or agreed alternative support;
• Administrative correction of an incorrect payable item.

The applicable resolution depends on the facts of the case, the stage of service, the type of payment involved, and whether costs have already been incurred.

Owners may request cancellation or non-renewal of a Property Care plan. Cancellation handling may depend on:

• The care-plan terms;
• The current billing cycle;
• Whether the upcoming month has already been paid;
• Whether service work is already scheduled or underway;
• Whether outstanding unpaid items exist.

A cancellation request does not automatically reverse already completed or already consumed service periods.

If required monthly Property Care fees remain unpaid, Ensolanka may delay, pause, or suspend related services, subject to the applicable service arrangement.

Suspension may affect:

• Routine maintenance visits;
• Scheduled service execution;
• Report updates associated with inactive service periods;
• Emergency response support where tied to an active paid plan.

Property Care monthly plan fees do not automatically include all future repairs, replacement purchases, contractor costs, or urgent third-party work.

If a visit or inspection identifies a repair issue, a separate work order, quotation, approval flow, or additional payable item may be required.

• Estimated repair cost may differ from final repair cost;
• Approval may be required before non-routine expenditure;
• Third-party contractor charges may follow separate cancellation or refund limitations;
• Refunds for repair-related work depend on the specific work status and terms.

If you believe a Property Care charge is incorrect, you should contact Ensolanka promptly with:

• Your account email or username;
• The related property name or reference where applicable;
• The payable item or transaction reference;
• The reason for the dispute;
• Any supporting screenshots, payment receipts, or documents.

Ensolanka may review dashboard records, payment-center records, care-plan status, gateway confirmation, and service-stage information before responding.

To request a refund or billing review, contact Ensolanka through the official support channels and provide enough detail for the team to locate and evaluate the transaction.

Refund review and processing time may vary depending on:

• The complexity of the request;
• Availability of supporting records;
• Payment gateway processes;
• Banking settlement timelines;
• Whether a partial adjustment or service review is required.

Where a refund is approved, the return method may depend on the original payment channel, gateway limitations, or another agreed resolution method.

Nothing in this policy is intended to remove rights or remedies that may be available under applicable law.

In Sri Lanka, the Consumer Affairs Authority states that it receives complaints relating to goods and services, and its published FAQ describes possible inquiry outcomes that may include compensation, replacement, or refund depending on the circumstances.

Ensolanka may update this Refund & Payment Policy from time to time to reflect:

• Changes to payment gateway integration;
• Changes to wallet or account-credit functionality;
• New payable-item types;
• Updates to Property Care billing practices;
• Changes to cancellation or refund workflows;
• Legal, accounting, or operational updates.

The revised version will apply when published on the relevant website page, unless a later effective date is specifically stated.

For payment questions, refund requests, billing disputes, or cancellation inquiries, contact Ensolanka through the official support channels.